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Client Service Analyst - Team Leader

JPMorgan Chase & Co.

JPMorgan Chase & Co.

IT, Customer Service
Mumbai, Maharashtra, India
Posted on Thursday, May 30, 2024

Job Description

As a Global Client Support (GCS), you will be responsible for servicing clients and act as a liaison with internal operational groups to ensure client transactional inquiries are serviced timely and seamlessly.. The team is comprised of client-centric analysts who have received specialized training with expertise in core cash product offerings to support client inquiries. Artificial Intelligence is leveraged to expedite transactional inquiries and obtain resolution to common questions allowing the team to focus their efforts on more complex issues. GCS and CSAMs partner closely to deliver best in class experience leveraging CSAM expertise and client knowledge. GCS support of client inquiries for resolution will be in line with CSAM-like experience.

Job responsibilities:

  • Understanding clients relationships with the bank.
  • Developing, maintaining, and broadening partnerships with Clients (internal and external).
  • Take ownership of inquiry resolution end to end and ensure all complaints are escalated appropriately, leveraging the client tier service differentiation.
  • Resolving external and internal inquiries pertaining to J.P. Morgan’s Wholesale Payments core cash products and tracking and monitoring inquiries via an Inquiry Management tool.
  • Liaising with other functions to ensure Clients receive satisfactory resolution in a timely manner.
  • Delivering value added solutions to clients, identifying and promoting service improvement, efficiencies and opportunities.
  • Proactively coordinate with Service and other internal groups for additional support that may be needed to resolve client inquiries
  • Promoting best practice sharing with Dedicated Service, and participating in and supporting Client Experience improvement initiatives.
  • Recognizing non-standard service provisions as requested by clients and highlight as sales opportunities.
  • Investigate and inform senior management of potential processes that could reduce exposure. (i.e., formatting issues, inconsistent procedure interpretation among service centers, incorrect processes, etc.)
  • Identified candidate will be an individual contributor.

Required qualification, skills and capabilities:

  • At least 3 years experience in client service, sales, operations, or institutional and corporate client business knowledge.
  • Communication skills –excellent oral and written business communication skills, as well as, ability to present information clearly and concisely.
  • Time management and organizational skills
  • Strong interpersonal skills, excellent problem solving abilities, attention to detail and resolution skills.
  • Proven interpersonal effectiveness, ability to build relationships and influence others to achieve the desired outcome.
  • Aptitude to work in a fast paced environment while balancing the needs of the clients with associated risks and interests of the Firm
  • Strong time management and organizational skills.
  • Capability to determine priorities and maintain a balanced work approach to achieve business objectives and goals.
  • Proficient with Microsoft office applications
  • Knowledge of J.P Morgan’s Wholesale Payment core cash product offering and client portals is a plus